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Who You’ll Work With
You will be based in our Dubai office and will join the IT Services Professionals, handle incoming IT service requests, taking ownership end to end, advising and problem solving to offer our colleagues the best solutions to their requests. You will be working in close collaboration with internal and external support teams, global supply chains, and our tech hubs to coordinate equipment for colleagues to ensure they are productive from day one.
What You’ll Do
You will keep communications complete and concise making sure to share all relevant resources to avoid back and forth interactions. You will educate customers to better understand our services and products so they can be more self-efficient next time. You will manage own ticket queue effectively and independently, ensures that each request is handled and followed up within agreed SLAs. You will clearly document cases (incidents, requests, tasks) following agreed best practices.
You will attend to the team’s workload when team is understaffed or facing high workload and identify if we are falling behind with our SLAs, dropping own projects to help the team. You will purchase activities such as obtaining offers and submitting orders, reviewing order confirmations, and tracking adherence to delivery deadlines. You will maintain inventory management systems and optimize existing sourcing and service processes.
You will work in cross-functional projects for service and operational improvements. You will identify opportunities for efficiencies to team processes and work with team lead to ideate on potential solutions and implement these. You will ensure that negative experiences do not happen on the same escalated request twice. You will identify gaps in quality, bring up cases to ensure proper resolution and continuous improvement.
Qualifications
- University / High school degree, or equivalent experience
- Solid understanding and application of Customer Support
- Advanced communications skills (in English)
- Advanced time management skills that allow timely completion of projects and adjusting to changing workloads
- Sense of accountability and ownership beyond the completion of the initial request
- Basic understanding of general IT terminology and functions
- Advanced knowledge of core role technologies
- Agile mindset of continuous improvement and flexibility to react / manage changes effectively
